RingCentral Contact Center

A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.

Please add the Interaction Date to the Calibration Screen; see screenshot

The naming convention between RingCentral app recordings, Archiver, and the files I receive cannot be matched. This will be the fundamental reason we leave RingCentral because recordings are mandatory in our business

The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur

While using PC in InContact we have had instances where the RingCentral App drops the connection (Red X in the Connection) drop the PC does not know the agent is not online or does not have a connection and keeps feeding calls to the agent. The ca...

There is currently no option to set up bonus point questions on the evaluation form. Please update the tool so we can give agents the chance to earn bonus points.

If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the...

Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually. It would also be nice to be able to copy holidays over from one hours of operation to another.

A feature was added where you can click and replace an interaction with the click of a button. Currently the feature is pulling interactions from the day that the button is used. It does follow the criteria that is set in the planners, except that...

We currently utilize different QA Evaluation processes for our new hires. There are multiple calls pulled for them earlier on. When using multiple planners for this, it causes issues with QA evaluations being duplicated. The system does not recogn...